The Customer Journey Mapping Canvas

A Planning Tool To Help Your Journey Mapping Efforts Succeed

December 29th, 2017
Kelly Price, null
Kelly Price
With contributors:
David Truog , Scott Ross , Shayna Neuburg


Despite journey mapping’s popularity, Forrester continues to hear from frustrated customer experience (CX) pros who struggle to get started or fail to build momentum after less-than-stellar first efforts. To be successful, CX pros need to consider the factors that shape the effort before, during, and after the mapping is complete. This report describes Forrester’s Customer Journey Mapping Canvas — a one-page planning tool to help CX pros execute journey mapping better.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.